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Our service outage on Friday.

handy giff-staffer

As you will be aware we had a full service outage on Friday.  This was due to a major water leak at one of our third party suppliers which knocked out both our primary and backup systems. The outage began at 10.10am and lasted until just after 6pm, when calls, texts and data were working again.

 

During the outage we worked with our supplier to fix the problem as quickly as possible and made it our priority ensure that all our members were kept up to date with the latest developments.  We are extremely upset to have this happen to our members and are committed to doing our utmost to prevent issues like this from happening again.

 

I’m pleased to report that things ran smoothly over the weekend and we used the time to fully repair everything and tidy up individual problems caused by the outage. For the more technically minded, Nigel, our CTO , has started a thread in the community which will go into the detail of the outage and what we have done, and will be doing to prevent it’s recurrence.

 

This year, as we grow as a company, we are committed to making substantial investments in our infrastructure. Due to Friday’s outage we will be reviewing these plans with the intent of bringing forward investment in capacity and resiliency. I’d also like to assure you of our commitment to making the giffgaff experience as good as possible.

 

It has been amazing to see the messages of support and the suggestions that we should make a charitable donation as a way of making up for Friday’s outage.  We therefore intend to make a £10,000 donation to a charity of your choice.  The charities are ones you nominated for Payback in December  -  to vote just use the polling buttons on the main blog page before the end of the week.  

1,235 Comments
newcomer
I think if it is going to charity it should go to animals that are cruely treated and/or rehoming centres
marvel

 the_seraphim wrote:

To those saying we only lost 30p each here's what happened on friday for me. I was running late taking my son to nursery so wanted to ring my wife and ask her to get him from me so I could go to work, but couldn't, so I had to take him myself, then a bus driver decided to ignore me and drive off cause he stopped early and didn't want to stop again so soon. I wanted to ring a taxi then but oh no my phone isn't working. I then had to use a payphone to call a taxi, work,and my wife, cost to me £2 plus a taxi fare, and general annoyance to boot... So while I don't begrudge charity (though I don't like charities as they are rarely accountable) I at LEAST want my one days goodybag back



Have you demanded compensation from the bus company to cover the taxi fare?

 

Or don't they have an online forum? 

 

And could you have got your wife to call work and the taxi from home, thus saving just over a quid at the payphone?

 

And why were you actually late in the first place? Maybe that isn't giffgaff's fault either. 

newcomer

o.k. charity - I think it should go to HELP THE HERO's.  What do you think?

 

newcomer
"Would like to suggest PKD CHARITY" As a pretty new member of giffgaff. I believe the thought of a donation to charity is a kind idea. If it cannot be considered this time I would like to add the above charity to the list of charities. It's a good charity and is one close to my heart, My son was born 10 months ago, and struggled after birth. After a week in hospital it was found he had enlarged kidneys and it was found he had cysts on them. He has Autosmal Polycistic Kidney Disease (ARPKD).Since then we have journeyed back and forth from hospital, he has always had high blood pressure and only now it is under control. However his kidneys continued to grow, and he struggled for 6 months with normal everyday things and was getting larger until it was decided he would have to have a kidney removed. The cure at present is transplant however a donor must be found. His kidney was 13 cm and a normal adult would have between 8 to 12 cm. We are lucky to have come through a lot of these obstacles at present and our son continues to develop as a child, but his kidney continues to grow. Unfortunately the figures show that around 70% don't make it too far past child birth and those who do struggle with blood pressure problems and lung problems. Please consider this, as £10,000 would help raise awareness of living donors and help anyone with PKD, possibly with genetic testing for my sons partner in the future to avoid his children contracting the disease. At present this is not possible, thanks. Dan
newcomer

Really, you have no other access to a phone or internet? That seems like a bad move, perhaps your company need to also get a landline as it's probably never a wise move to rely on mobile network service only.  

 

Sorry to hear that you personally had a huge loss though, that sucks :0( hope that you have a better week this week!! 

academic
I don't know why peoria are getting upset,it wasn't even a days loss,great gesture of GG to donate.I think any childrens charity would appreciate the donation.P.S cannot understand why people want to leave GG after this,it also happened to 02 customers.
newcomer

I appear to have been fairly lucky not to have been greatly affected by Friday's fun and games,

Yeah inconvenient as hell but not the end of my world but being a cynical soul I make backup plans to try to minimise these problems such as the old fashioned method of having a land line and a spare payg sim card, still no guarantee I know but it helps

I am amazed at the amount of hostility from people moaning at GG for not having countless redundancy systems in place yet having none themselves.

 

I see an awful lot of people mentioning figures of 11p as the cost of lost service and though no mathematician if that is actually the case and 11p is owed to each customer that would be considerably more than the current 10k donation being offered to charity,

 

basically slightly peeved at the inconvenience but as its the first 'major' problem I have encountered with GG I am prepared to give the benefit of the doubt in hope they keep providing the reliable service i am used to

 

please donate my 11p if it is owed to a cancer charity in this country

mad scientist
Great idea to give money to charity but very bad of people to be demanding compensation. For god sakes can people not be put out at all now but they demand to be compensated. While it was an inconvenience it's not the end of the world. I was out of service for 4 days over the weekend but so what !!! It's frustrating yes but no one died. Let's get things into perspective people there's thousands starving to death in our world and we're demanding to be compensated for not being able to text or check social network sites. If people are so up for donating to charity why don't we give up our points system to charity donations instead of our own financial gain??
newcomer

ok i feel like even though 10k is a good amount of cash to charithy i lost work over friday as i wasnt not able to comunacate to my views is give it to charity like help war heroes and also find away to compansate your giffgaff customers just a thought

newcomer

I think that donating to charity is a good idea, but unfortunately its not anything for us, i myself was not too badly affected but for those who were, i dont blame them at all for wanting to be compensated.